23 days ago - req30946

Customer Service Engineer

Customer support

Mechanical engineering

In a nutshell

Location

Tokyo, Japan

Team

Customer support

Experience

3-7 years

Degree

Associate

Job Category

Mechanical engineering

Introduction

-Support ASML machine : PAS and Twinscan system.

-Remote / Onsite depending on service contract and situation.

Job Mission

-All relevant knowledge and supporting the customer in the use of these systems in his production process.
Supports are ran depending on service contract and targeting “customer satisfaction”.

Job Description

-Main task : Support remote and/or travel basis.

-For contract customer, Go to customer site then maintain the machine, trouble shooting and feedback to customer as contract.

-At beginning, go to customer site with senior engineer and do OJT, meantime plan to do official training.

-After 2 or 3 years, go to customer site and work, communicate/report to customer alone.

-X-zone support (domestic/other countries) also required just in case.

-Can be relocation to other site depending on customer contract.

Education

Associate degree/ Advanced diploma and up

Experience

-2 years~ Machine maintenance experience.

-Customer service experience.

Personal skills

-Must Have

oTeam work sense

oActive and lead

oFlexible response

oMechanical maintenance experience

oCommunication sense with both English(TOIEC 500) and Japanese(N3 level) language.

-Nice to Have

oExposure machine experience

oWork/communication with Customer experience

oBoth English and Japanese native language skill

Context of the position

-Support customer travel/remote basis based on service contract.

-Remote monitor and repot machine status as daily communication with customer.

-Visit customer alone and work with customer will be asked.

oTrouble shoot, maintain the machine and reporting may be required.

-Onsite and work at customer site alone but frequent communication with available team member and work together.

-Escalation handing to communicate technical support team.

-Sudden travel and support can be happened if machine down case.

-Relocation may be asked depending on customer contract.

Other information

-Currently we are supporting 10x small customer, frequent Biz trip happen.

-Flexibility require for relocation depending on business situation.


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